ALI ALGHAMDI

Work history

Technical support specialist

Saudi Automotive Services and Equipment Company (SASCO)

Jeddah, Mecca Region

06.2015 - 02.2022

Achieved high levels of customer satisfaction, closing trouble tickets with first-call resolution.
Provided valuable feedback to the product development team based on customer technical issues.
Consistently exceeded customer expectations, managing status calls to advise progress during issue lifecycle.
Liaised with third-party agencies for successful resolution of complex issues.
Leveraged IT Help Desk and 2nd Line Support background to enhance technical problem-solving capabilities.
Maintained friendly and customer-centric approach as the first point of contact.
Addressed customer technical inquiries via phone and email, providing detailed support.
Accurately determined support level required by gathering customer and technology information.
Analysed and troubleshot application functionality, identifying root causes and best resolution.
Implemented preventive measures to address recurring technical issues and improve overall customer experience.
Troubleshot operating systems, hardware and software problems to identify root causes.
Employed advanced troubleshooting and expert application knowledge to solve system user interface problems.
Delivered complete set-up assistance for networking systems, IP phone equiment and related IT gear.
Communicated complicated concepts to customers with varying levels of technical understanding in non-patronising manner.
Anticipated and prevented issues with technical infrastructure to minimise downtime.
Logged and followed-up on unresolved issues and edge cases not covered by internal resources.
Acted as reliable Subject Matter Expert (SME) by providing prompt and accurate expertise to other support agents.
Asked customer targeted diagnostic questions for speedy root cause analysis.
Drove short-term troubleshooting and long-term improvement efforts across multiple platforms.
Combined technical expertise and strong interpersonal skills to diagnose and resolve issues remotely.
Carried out preventative checks and maintenance at end of customer interactions to prevent need for further support.
Assisted wider customer service teams to produce external user guides and internal support tools.
Acquired, set up and configured hardware and software to meet specific customer requirements.
Investigated and diagnosed customer's technical and product queries.
Provided testing and systems administration support as required by multi-disciplinary teams.
Translated lengthy troubleshooting steps by breaking down and simplifying instructions.
Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
Developed expertise in variety of technical disiplines including cloud services and network management.
Offered technical expertise to contribute to 2nd and 3rd line of support.
Referred to internal knowledge base to quickly locate and apply up-to-date troubleshooting steps.

Network engineer

Dan National Electronic Appliances Co., Ltd

Jeddah, Mecca Region

01.2015 - 05.2015

Guided and assisted users with technical issues, improving network performance and usability.
Secured network systems by establishing and enforcing access control policies.
Developed disaster recovery and fault tolerance plans to support data recovery and asset management.
Tracked network and telephony devices for performance and load threshold metering.
Configured routers, switches and firewalls to deploy and support LAN, WAN and wireless networks.
Provided smooth communications by configuring LAN technology, wireless access points and controllers.
Evaluated long- and short-term network needs and implemented required updates to achieve them.
Optimised network operation through focused configuration and monitoring.
Recommended equipment and resource upgrades to improve network capabilities.
Sourced cost-effective resources from approved vendors and contractors.
Troubleshot network issues and provided rapid solutions to limit downtime.
Contributed planning abilities and use forecasts to development of long-term network road map.
Set administration, usage and disaster recovery policies to best maintain network performance.
Assisted various departments in maintaining network security and configured remote routers and firewalls.
Performed tests on newly installed hardware and software to provide components that interface correctly with each other and network.
Maintained network configuration, mapping and service records for accurate documentation.

Customer service officer

Saudi Telecom Channels Company

jeddah, saudi Arabia

10.2013 - 01.2015

Providing the company's services in a courteous and professional manner to clients
Applied best practices to comply with customer service procedures.
Adhered strictly to policies and procedures for continued company compliance.
Maintained working knowledge of available products and services.
Engaged in team-building activities to build rapport with staff.
Provided professional and helpful support to new and existing clients.
Supervised [Number] staff and monitored performance to drive productivity.
Promptly responded to inquiries and requests from prospective customers.

Summary

Overview

Work history

Technical support specialist

Network engineer

Customer service officer

Education

Bachelor of Science - Computer Science

Skills

Custom

Personal Information

Languages

Affiliations

Accomplishments

Certification

References

Timeline

Work availability

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